About this role
The Opportunity:
Morelife is commissioned by the NHS to provide digital programmes and services that help people change their behaviours and improve their overall health and wellbeing, from weight management and physical activity to smoking cessation and NHS Health Checks. Our services are both digital only and digital with coaching (via video, phone and text), and are evidence-based, tailor-made and psychologically informed. You will be part of the primary contact team, helping clients start their journey with Morelife and managing the data as part of the referral process. This is a full-time role with hours of 37.5 per week.
What you’ll do:
- Manage all correspondence to and from clients and professional stakeholders via phone calls, emails, letters and chat
- Make all proactive telephone calls on behalf of the health lifestyles services, using motivational interviewing techniques
- Input referrals into ReferAll from General Practices and NCMP pathways, and manage applications and referrals to the programmes
- Provide feedback to General Practices by email on the participation status and outcomes of clients registered to their practice
- Ensure clients and stakeholders are contacted at the agreed touch points while on the service
- Proactively contact all clients who did not attend and/or complete the programme
- Issue and manage the Net Promoter questionnaire to service users and relevant stakeholders to measure service user experience
- Carry out data entry, keeping records and databases for personnel, health and professional information accurate and up to date
- Maintain good practice in information governance and data protection
- Support the wider client services team and carry out ad hoc duties as required, with flexibility in the distribution of working hours
Who you are
- Experience of handling inbound and outbound calls, emails and web chat, and of handling personal data, ideally within the health sector
- Previous, demonstrable experience working as an administrator, with at least 1 year in a busy office environment
- Excellent IT skills, with a working knowledge of all Microsoft packages
- A high level of accuracy and excellent literacy and numeracy skills, with the ability to keep effective records and databases
- Excellent organisational, co-ordinating, administration and interpersonal skills
- Excellent verbal and written communication skills, and the ability to liaise with a wide range of people at different levels, with sensitivity and authority
- Strong interpersonal skills and a caring, empathetic attitude, with the ability to build trusting relationships with individuals
- Able to take initiative, multitask, work under pressure and meet targets, and to work independently without close supervision while being a good team player
- Flexible and open to new duties, and happy to negotiate workloads with team members
- A passion and enthusiasm for supporting individuals to achieve weight loss and a healthier lifestyle